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Configure the conversation distribution mode

An Admin chooses how new conversations reach an operator — Manual, Automatic or Rule-Based — and tunes the settings that govern pick-up, per-operator capacity, redistribution and the return of reopened conversations.

When this happens: Admin opens Admin — Routing.

Step by step

  1. 1

    Open Admin — Routing.

    EasyCRM shows the current Mode (Manual / Automatic / RuleBased) and the related settings: allow pick-up, max open conversations per operator, redistribute on Offline, return reopened conversations to previous operator, distribute-on-Online, RuleBased fallback.

  2. 2

    Select *Automatic*, sets max open conversations per operator to *8*, leaves the rest at their defaults, and saves.

    EasyCRM checks the input, persists RoutingSettings, and records RoutingSettingsChanged with the previous and new values. From the next conversation routed, applies Automatic distribution.

Other paths

Switch to rule-based

If selects *RuleBased* and sets the fallback to *Automatic*. EasyCRM shows a prompt to configure allocation rules if none exist yet; the mode is still saved even with zero rules — every conversation then falls through to the fallback.

Turn off pick-up

If turns *Allow operator pick-up* off. Unassigned conversations remain visible in the shared Inbox but the Pick Up button no longer appears for any operator.

If something goes wrong

Concurrent edit

If another Admin saved a change since this page loaded. EasyCRM returns EasyCrm:Concurrency:Conflict; the Admin reloads the current values before retrying.

Good to know

  • Exactly one RoutingSettings row exists per tenant.
  • A Mode change never retroactively affects already-assigned conversations.
  • Max open conversations per operator is a soft limit for automatic and rule-based selection only — Supervisors can still Assign or Transfer past it.